| Ecommerce Support Analyst : Issaquah, WA or Dallas, TX(Onsite) at Dallas, Texas, USA |
| Email: [email protected] |
| From: sachin chaudhary, K&K [email protected] Reply to: [email protected] Job Tittle: Ecommerce Support Analyst Location: Issaquah, WA or Dallas, TX(Onsite) Job Duties/Essential Functions Identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions. Manages incidents and tasks by identifying, tracking, and driving support, deployment, or system issues to a timely resolution. Supports the lifecycle of systems and the related components from development to retirement. Installs, facilitates, and/or performs quality assurance testing on supported systems. Develops, utilizes, and maintains tools and scripts to automate deployments, create reporting, and meet support needs. Conducts in-depth analysis to increase system performance, quality, and/or efficiency. Creates and maintains effective relationships with the business and information technology teams. Creates and follows IT policies, processes, procedures, and/or regulatory standards. Provides 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets. Monitors eCommerce Websites using Centralized Dashboards to ensure they are up and operational (24X7X365). Logs, tracks, and responds to automated system alerts for critical issues with Websites and Backend systems. Triages tickets during the shift using resources available (tools and audit logs) and updates them accordingly. Follows execution steps in adherence with the SLAs agreed to with the Business. Responds quickly to P1 Critsit/Site Down issues, executing on critical steps for resolution (ie. open a conference bridge, send our Incident Notification email, collect critical information and facilitate problem resolution, etc.). Improves problem management processes (ie. Root Cause Analysis documentation, email and SMS notification processes, accurate distribution lists, etc.) and shares with all Market teams. Creates processes/checklists/automation that provide ongoing system health checks with a target of keeping the systems up and functioning 24X7X365. Creates and maintains a Knowledge Base for teams ongoing reference and use. Monitors, triages, and escalates Production issues as appropriate to Level 3/Level 4 Support and Engineering teams. Keeps Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis. Coordinates issues with 3rd Party systems and communicates effectively with multiple teams. Coordinates quarterly audit reviews for PCI (i.e. VPN users, PAN Credit card data, Firewall rules etc.). Facilitates and coordinates change approvals for Production releases as required. Leads and participates in daily/weekly and monthly All-Hands team meetings. Understands and adheres to the clients Mission Statement and Code of Ethics. Regular and reliable workplace attendance at your assigned location. Ability to operate vehicles, equipment or machinery Computer, phone, printer, copier, fax Experience, Skills, Education & Licenses/Certifications Required: Prior experience in eCommerce Solutions (SAP Commerce/ Hybris), Firebase, Flutter, and Mobile APIs. Good working knowledge of Gray logs, Zabbix, AppDynamics, Status Cake or similar monitoring tools. Excellent verbal and written communication skills with the ability to communicate with all levels of the organization, from senior management to staff level teams Extreme responsiveness with ability to work under pressure in a crisis situation, maintaining a clear sense of urgency. Superior work ethic with a positive, can do attitude. Excellent customer service skills and superior telephone etiquette. Demonstrated attention to detail and excellent time management. Superior collaboration skills. Flexibility with the ability to change priorities quickly, focus on new ones without distraction. Ability to deal with conflict and work under pressure to meet deliverable commitments. Technical aptitude and a passion for learning about new emerging technologies. Ability and willingness to travel internationally and adjust work hours to accommodate international teams. Scheduling flexibility to meet the needs of the business in a 24x7x365 operations environment - evening, weekend, and holiday work. Recommended: Overall work experience of 5+ years. Higher Education courses in Computer Science or in a related technical field preferred. Experience with projects focused on both infrastructures and software solutions. Knowledge of French, Spanish, Korean and Mandarin is a plus. Proficient in the use of Google products: email, spreadsheet, document, presentation and analytics. Successful internal candidates will have spent one year or more on their current team. Other Conditions Management will review the Job Analysis for this position prior to a job offer. Keywords: information technology Texas Washington Ecommerce Support Analyst : Issaquah, WA or Dallas, TX(Onsite) [email protected] |
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| Tue Jun 18 03:43:00 UTC 2024 |